NICE announced the introduction of the NICE Robotic Automation Community, a global, communal educational platform providing vast resources and assets to accelerate the professional growth of the fast growing Robotic Process Automation (RPA) industry. The proliferation of RPA across industries is driving an upsurge in the need for professionals with specialist automation skills, a trend that is expected to continue. Continue reading NICE announces introduction of the NICE Robotic Automation Community
One of the greatest challenges of retaining customer loyalty is offering customer care that is both personalised and seamless. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel. Continue reading Omni-digital vs omni-channel: what is the difference?
The international software company ASC Technologies AG is entering a partnership with Quality Connect. This South African company provides solutions for contact centres and financial institutes. Continue reading ASC wins Quality Connect as new partner in South Africa
Each year, HGS publishes a list of top customer experience (CX) trends—an on-the-ground forecast of how BPO partners will be called on to cost-effectively address CX needs in the new year. HGS is honored to share unique and well-informed perspectives from an elite group of industry thought leaders for this year’s predictions. Continue reading Industry Leaders Weigh in on Customer Experience Trends in 2019
Not a single brand in the UK has managed to rise to the top of Forrester’s Customer Experience Index (CX Index™) rankings or continued to move upward. Customer experience (CX) quality languished in 2018 as more brands become mediocre. Continue reading Forrester: Customer Experience in the UK Stagnates With More Brands Becoming Mediocre
8×8, a leading cloud provider of voice, video, collaboration and contact centre solutions for over one million users worldwide announced Vertical Communications® has joined its strategic channel partner program. The partnership will allow companies to migrate their business to the cloud and communicate faster and smarter to exceed customer expectations. Continue reading Vertical Communications Joins 8×8 Channel Partner Program to Expand Its Best-Of-Breed Cloud Communications Portfolio
Zappix has implemented its On-Demand Customer Service Solutions with a major international logistics company in North America. The 3,000 employee company uses the Zappix cloud-based solution to improve customer service and increase customer satisfaction for those looking to track a shipment, access their knowledge base, or schedule a call with a sales agent. Continue reading Zappix Visual IVR Implemented By Major International Logistics Company To Improve Self-Service